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Wednesday, March 1, 2017
Nairobi Service Delivery Manager Job in Kenya
Service Delivery Manager – Nairobi
Job Purpose / Summary: Reporting to the Chief Technical Officer (CTO), the Service Delivery Manager (SDM) – Nairobi is fully in charge of all service delivery, customer service, customer support, customer maintenance activities in Kenya, with specific emphasis for Nairobi and Central Regions.
In the Coast and Western regions, he/she will work closely with the respective SDMs stationed in the respective regions.
The role entails services delivery (implementations and modifications) and the provision of customer services (phone support, field support) to customers (corporate and retail) in Kenya.
The role is responsible for:
Service delivery, customer service, customer support and customer maintenance activities in Kenya for retail customers – HAI customers, supported by the Hai support team.
Service delivery, customer service, customer support and customer maintenance activities in Kenya for corporate customers, supported by the Customer Support Services team.
The successful, timely and efficient services implementation and delivery to new and existing customers. This could be new services, modifications of existing services (upgrades, downgrades, terminations) or maintenance of existing services. Supported by the Customer Implementations team.
Managing of third party relations
Gather adequate market knowledge to guide strategic and tactical decisions for purposes of achieving and sustaining effective competitive positioning of the region
Attend management, strategic and routine meetings.
Develop standard procedures in for Services Delivery and implementations; Define and document customer life cycle services expectations
Customer Service and support; development of service benchmarks, achievement and exceeding of service benchmarks
Well defined and effective customers implementation processes
Excellent relations between your team and the rest of the company
Quality leadership to achieve and sustain optimal motivation, commitment and participation of staff to achieve personal and company objectives
Development and documentation of yearly and quarterly departmental plans
Financial management including, review and vetting technical invoices, completion certificates, and quotations from Contractors
Monitoring and optimization of costs in Service Delivery, adherence to budgets and regular reviews for improvement
Qualifications, Skills & Experience:
Must have a B.Sc. degree in a technical field with at least 7 years of relevant technical experience and background.
Experience in network installation and maintenance operations
Experience service delivery; managing customers’ expectations, delivery of new services and care/support of existing customers and services
Ability to establish and nurture good relationships with internal and external parties.
Must be of very high integrity and uphold high ethical standards and honesty.